CUSTOMER SATISFACTION - FROM MEASURING TO TAKING ACTION

As an industry forerunner, Sormat has committed itself to continuously improving its systems procedures and business conduct to be able to satisfy customers’ ever increasing demands. Providing all-round customer
satisfaction involves a complex mix of parameters that affect transactions between Sormat and its customers, and ultimately also the end users of the products.

We seek help from our customers to understand how we are currently performing. In order to improve anything, you must be able to quantify your current business methods.

We have developed a simple formula as a tool for assessing our performance. This involves 11 different questions that we ask our customers to answer every year. It takes only five minutes during annual contract discussions with the customer, but gives us immensely valuable information. In the questionnaire we concentrate on issues like how well we know our customers’ needs, are we offering good value for money, and how well we respond to and resolve problems.

This rating is communicated across the entire Sormat organization and corrective or improvement measures are based on this information. If something really unexpected arises, we conduct more thorough research of the topic in question.